Ask Rajesh, an IT professional working in Tata Consultancy, one thing that he recalls about Mumbai and the answer would come in a flash, the Mumbai Dabbawallas. Fresh home food delivered at your office everyday at the exact time. No question of any delay, satisfaction guaranteed.

Like Rajesh, there are thousands of satisfied customers who would speak volumes on the efficiency of the Dabbawallas. It is not for nothing that they have been rated  “Six Sigma” by the Forbes magazine. One may question: What is the big deal in transporting dabbas from one place to another? What is the big hype about this all? If you too have this question tinkering with your grey cells then consider this:

1. Dabbawallas serve an ever-growing customer base of 350,000.
2. The Dabbawallas are ISO 9001 certified.
3. Only 1 error caused in 600,000 deliveries. This has resulted them in achieving the six-sigma status.
4. To top it all the dabba system is not managed by a pass out from an Ivy League school. However, people who are mostly illiterate run it.

It is no secret that supply chain management has moved out of the shadows when it comes to business strategy. Organizations that once focused primarily on distribution networks, profit differentiation and improved marketing for their success have now embraced integrated supply chain management as a pivotal strategy component for growth and profitability in the global economy.

The supply chain management system that the Dabbawallas have devised and the effectiveness with which they have been managing it for the last 125+ years is something that modern businesses of today can learn a pointer or two from.

The Dabbawalla’s Supply Chain

Fig 1 : The Supply Chain Of Dabbawallas

In the dabbawalla’s supply chain system, dabba-gatherers pick up the lunches from various households (Customer Source) which are then transported – via bicycle – to railway stations, where they are bucketed-marked by destination, and placed on the train. When they reach their destination, dabbawallas grab their buckets and get them to the office workers (Customer Destination) who ordered them. After a few hours from delivery, the dabbawallas start the reverse (collection) process, which involves collection of the tiffins from the offices and delivering it back to the place from where they had collected it (Customer Source).

What Modern Businesses Can Learn From  Dabbawallas SCM Practices

1)      Distribution Network Configuration: This is a basic requirement of SCM and determines the success of the entire supply model. The core components being number, suppliers, warehouses and human resource management.

In case of dabbawallas, they have a very efficient management of the above core requirements. They divide the human resource available with them as per the workload, which is the same for every worker (around 35 tiffins) and the number of employees’ increase with the increase in the work- load. Wherein they have a policy that an employee cannot move out without getting a replacement. This prevents hampering of the flow of work.

They segregate the source for the collection as per the area and location so that it is easier for the assigned worker to collect them in the least time and then they get the tiffins to the warehouses, which stand to be the source stations for their operation where they are well accumulated and managed. All the tiffins are well marked in a typical manner, which represents all the information right from the source to delivery address, and the warehouse it needs to be assigned to for delivery (the stations).  This gives an excellent model for the management of warehouse and inventory. There again, they are accumulated in the second warehouse (the destination station) where the same process is used to segregate the boxes as per the destination station wherein the same codes used in the boxes are used.

This shows the level of management and coding that they employ without any use of external technocratic systems. In today’s world of IT, the dabbawallas provide an important lesson to businesses that it is not necessary to have a high end IT system or technical tracking of inventory to build an effective supply chain. After all, without any technology entities in their supply chain the dabbawallas have managed a Six Sigma level. So just because your competitor is investing millions into building an IT system to improve their supply chain, you need not blindly splurge money into the same. While effective use of IT is important, what is more important is having a proper distribution network

2) Distribution Strategy: This is again a vital part in supply chain and in case of dabbawalla’s they have a very effective strategy, which needs to be learnt . They have a well-managed segregation system where the boxes are segregated in the destination station as per the location of delivery and then assigned to the particular delivery people. The arrangement is in such a manner that all the workers are comfortably equipped so as to ensure timely delivery which they promise ( three hours). In some regions where the number is more than usual, they use a bigger carrier with multiple workers to transfer them. Hence, this is so well managed that even though the system may have error in allocation but their expertise never lets a single mistake happen. The entire system used by them is manmade and with no further investment as they generally use wooden racks for the entire transport. Bicycles and wooden carts, which do not have any investments, are used in delivery. Thus, the distribution costs are saved. The transport is for longer distances between the source and the destination, which is generally covered in local trains, which has the minimum cost for the transport that can be availed also with the minimum time consumption so here also there is effective saving.

Thus, it can be seen that at every step in the supply chain, dabbawallas use the most efficient and effective means of transportation. This is done in such a way that operation costs are kept to a minimum and at the same time the delivery time is not compromised upon. Thus effective management of means of transport and carriage is a major differentiator for any business and would help in obtaining better profits viz a viz competition.

Fig 2 : The Dabbawalla Distribution System

Coming closer home in a company that I had worked,  TCS (Tata Consultancy Services) there are over 15 innovation labs spread across the globe. The TATA group also celebrates “Innovation Day” on 29^th July every year, which encourages innovative ideas to be implemented across group companies through a competition: “TATA Innovista”.

So what exactly is innovation? If I were to be asked this question, my answer would be simple: “Innovation is the ability to think differently, to go beyond what already exists and create solutions that facilitates and drives growth.”

While innovation has been the mantra for quickened growth and success in various sectors, this article would provide a glimpse on the IT (information technology) innovations in Rural India. Rural India brings with it a wide array of problems and problems are the fodder to innovation. Some of the areas where innovation has been done and which can be done in Rural India are:

1. Making computers affordable for all.
2. Make the desktop mobile and reach the masses.
3. Impart literacy programs via mobile
4. Providing knowledge to farmers
5. A solution to manage rural finances.
6. Provide equitable medical help.

Pointers to be kept in mind for IT Innovations in Rural Sector

1. Cost: Solution developed should be cost effective. High cost, low returns services will not be well accepted in the rural sector.
2. Customisation: Illiteracy rates are high in rural India. Some people know to read only their local language, while many are unable to do that too. So while developing a solution, it needs to be kept in mind that the services can be customised in the local languages, they should have text readers to necessitate the effective use of the service.
3. Usability: Services developed for the rural sector should be easy to use. Training should be provided for the effective use of the same.
4. GUI : The graphical user interface needs to be attractive at the same time not too cluttered and complicated.
5. Product Naming : The name of the product should be selected in such a way that it can be related to by the end users (rural customer) and also provides information of the service. For an all India use, the service should preferably have a Hindi name to it.

IT Innovations In The Rural Sector

1. mKRISHI: the award winning  agro advisory innovation developed by Tata Consultancy Services is used by farmers to send farming related queries through  mobile in their local language to experts and get their opinions on the same. It also helps literacy-challenged farmers by allowing them to send queries and receive advice and information as ‘voice SMS.’ Thus mKrishi aims to reduce the last mile gap between farmers and their eco system partners such as agriculture experts, markets, government officials, banks etc.
2. e-Choupal : An initiative by India’s leading FMCG, ITC, e-Choupal has been a powerful innovation in passing on the benefits to the farmers. By providing them with farming information and services, timely and relevant weather information, transparent price discovery and access to wider markets, e-Choupal has provided power to the farmers.  It has educated the poor and uneducated farmers on how to conduct e-commerce transactions with ease and to get themselves out of the clutches the middle-men. e-Choupal has helped farmers in pricing their crops and taking decisions on when and where to sell their produce to get more profits.
3. Parry India Agriline: Is an innovation by EID Parry (a Tamil Nadu based agriculture company) that aims at leveraging the use of internet to provide benefits to the rural sector. Agriline connects farmers and others in rural India to markets. Information like market price, weather data, agricultural extension services and crop cultivation practises, are provided to the farmers. The website is viewable in Tamil too, keeping in mind the language needs of their end users. Parry Agriline aims to create rural prosperity by Networking India Virtually.
4. Computer On Wheels : IIT Mumbai in collaboration with an NGO has provided this service in Mehboob Nagar in Andhra Pradesh, whereby the service provider brings a laptop to villages along with a GPRS connectivity and helps locals access services/information for a charge. The laptop is equipped with a solar panel in order to provide charging of the laptop. The service has become very popular amongst rural consumers as it helps linking the villages to commercial, health and agricultural services.

Conclusion

While this article throws light on only a small percentage of the many innovations that information technology has brought about in rural India, numerous such innovations are providing benefits to the rural base. If you observe closely a link between all the five innovations mentioned here are their usability advantage, customisation in local languages, low cost and immediate benefits to the end users.

I will conclude by a thought by C.K. Prahlad, “The Bottom of the Pyramid market provides a new growth opportunity for the private sector and a forum for innovation”. There is definitely a lot of scope still present for innovating and providing benefits to the rural user base.

Keeping this point in mind ChangeRepublic came into existence. ChangeRepublic is a social collaborative platform that provides NGOs, social activists and volunteers to come together on a common platform. After registering they can then create initiatives and gather support from others on ChangeRepublic to ensure success for their causes.

For me, ChangeRepublic is a social collaborative platform where changers can help get support to drive their initiatives  to make a better society. So tomorrow when you are bothered by an issue and want to do something about it, all you need to do is to “Create An Initiative” on ChangeRepublic, and you would be surprised by the number of people who join your initiative and feel about the cause as much as you do.

So its not  about “How Can I Alone Change The System” its about “How We Together Are Going To Change The System”.  If you already have not, Join Change Republic here.

The video on youtube has got 50,000 views as of now and large number of comments bashing Air India. For an airline already crippling under huge losses, such publicity can do no good. Companies need to realize that social media is here to stay and to be successful you must get your act together.

What Air India could have done differently?

• There is a definite communication gap between the front line officers and the back end operators at Air India. Blame games do not work, your customers need answers and they must be given. Such apathy of senior Air India employees towards its customers instills a definite need of communication training and customer service handling for its front line employees.
• The managers in charge should have answered the questions of the frustrated passengers instead of just giving them blank expressions.
• As passengers pointed out in the end, they were not even offered water. A courteous gesture of providing some refreshments could have soothed the passengers.
• Airlines are not always flying in packed, Air India could have arranged for passenger tickets in other carrier flights. This may seem foolish to give your passengers to a fellow competitor. But considering how badly things have turned out, this would have been a  better thing to do in hindsight.

Air India Do Not Fly

The Air India fiasco

[There is a video that cannot be displayed in this feed. Visit the blog entry to see the video.]

What Post Action Air India can take.

• Appoint pleasant and proficient people to face the customer.
• Fine tune their IT systems, so as to send sms, emails or other updates to passengers in case of expected delays.
• Offer an apology to the affected participants and give them promotion coupons.
• And most importantly, get on the social media bandwagon immediately. On checking on Facebook, I was surprised to see that there is a community on I do not want to fly Air India, but no official community of Air India. If you do not provide a channel for customers to vent out their problems, there are various other channels that a customer can take. Isn’t it better to manage your customer on your own social media channel than on third party channels.

Read more about the Air India fiasco below

http://www.mid-day.com/news/2010/nov/091110-News-Delhi-Furious-passengers-court-flight-delays.htm

Holiday Inn

In fact in India, Hotels hardly seem to be advertising much through video ads. For a country which has high influx of tourists both international and national, I can not help but wonder the cause for such an indifferent approach to video commercials by Indian hoteliers. What do you guys think? Let me know in the comments below.

Stay Smart Holiday Inn Commercial

[There is a video that cannot be displayed in this feed. Visit the blog entry to see the video.]

Mandir to ban jaayega, Par Ram kahan se laaoge? …
Uss masjid ki deewaron ko,Kya paak kabhi kar paaoge? ….
Jis chaukhat par log jale, Ram wahan na jaayenge …
Jin galiyaron mein khoon gira, Maula kya reh paayenge???

While the judicial system took a safe decision and divided the controversial piece of land into 3 parts to be given to Hindu, Muslims and the Nirmohi Akhara, which had some people happy and some not. But I am  sure that it makes no difference, as if there really is a God, he will surely not like to stay in a place tainted with the blood of hundreds of innocents.

One thing I am happy about is that at least the decision by the High Court did not have any ugly repercussions. So there is hope ahead for a better and wiser India.

The latest updates from news televisions tell me that everything is under control now. All terrorists have been killed. The siege has been ended. The Indian Army, the NSG, the Maharashtra Police, the Firefighters, have done our country proud with their undying valour. Several soldiers have become martyrs. Nariman house, Oberoi Hotel and Taj Hotel have now been sanitised. While this arduous task has ended. A much bigger task of sanitising our country exists.

At this stage it does not matter whether we take the right steps according to the various treaties that always seem to with hold us. It  does not matter what the UN thinks. It really doesn’t matter what the many Human rights activists think, or what other countries seem to think is morally right for us to do at this stage. We have to annihilate the mice that are eating up our country. And it really does not matter whether we turn into a black or a white cat. We just need to eat up and finish those bloody rodents. Period.

I urge all my readers and every true Indian to follow their normal routine as if everything is fine. Do not stay locked up in your houses. Do not pack your bags and leave the state. Do not dampen the spirit of Mumbai. Do not let fear seep into you lives. Do not let terrorism win.

Here’s saluting the valor of the Indian Army forces. Jai Maharashtra! Jai Hind!

Like me many of you might pull your hair off at the silly material passed off as jokes by these FM channels. But this so called joke, was not taken well by the fans of Indian Idol Prashant Tamang, leading to violence and strikes in the serene Darjeeling.

Now what surprises me is that “People In India Have Way Too Much Time To Waste”. First of all they have so much leisure time to listen to a rather stupid show on FM, then they have the time to protest and carry of dharnas against stupid jokes carried on that stupid show. And also get involved in fights for a man, who oblivious to all this is busy relishing his new found success.

First of all I do not feel there was anything racist about that PJ, cracked by RJ Nitin. If this joke is a racist attack, then what about the Santa Banta joke fodder that we have been feeding upon? Do those jokes mean, all the Sardar’s all over start engaging in fights and create widespread violence? Ridiculous!!!

Rj Nitin : Joke Bhaari Pad Gaya Bidu

If any of the protestor’s, chance upon reading this article then please do answer this question, that has been tormenting me for quite a while. RJ Nitin made the so called racist joke from Red FM, Delhi. Then what is the point of burning down vehicles, creating wide spread havoc, declaring bandhs and injuring innocent people in West Bengal? How does doing all this in West Bengal have any effect on RJ Nitin who is busy tormenting Delhites  with his jokes? Ridiculous!!!

So if all you protestors out there, still have time on hand after dealing with such important issues like racist jokes, then please do use that time for protesting against lesser important activities like corruption, flesh trade, child exploitation, etc.